Assessing Support Officer

Auto-; City of Brisbane; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Volunteer days

ME day

Paid parental leave

Discounts on insurance products

Job summary

Auto & General (A&G) in Brisbane seeks an Assessing Support Officer to bolster the assessing team at Enoggera. The role focuses on administrative tasks within the Motor Claim process, ensuring a smooth, efficient assessment flow and superior customer experience.

The successful candidate will manage customer interactions, guide decisions, coordinate with IACs and repairers, and support daily activities from booking through assessment authorisation.

Qualifications

• Highly developed verbal & written communication skills with the ability to influence stakeholder outcomes.
• Previous experience working in the Insurance industry, with demonstrated strong customer service skills.
• Strong computer skills with previous experience working with industry specific programs, or the ability to quickly learn the necessary systems.
• Ability to effectively prioritise tasks and manage workload, with the ability to adapt to unexpected demands and a team player.
• Able to manage challenging situations in a calm and professional manner, with a problem solving, solutions focused approach.
• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - learning and professional development opportunities to suit everyone.
• Give back - A&G Difference program for volunteering, fundraising and donations.
• Take care of yourself - wellbeing support and fitness discounts.
• Celebrate the wins - on-site events, family fun days and annual celebrations.
• Save money - discounts on insurance products across Australia.

Responsibilities

• Provide excellent customer service, following all relevant system & protocols outlined in the knowledge system.
• Maintain consistent & proactive communication with customers, repairers and tow operators, identifying and appropriately acting on instances of customer dissatisfaction.
• Provide appropriate advice and guidance to customers to inform their decision making leading to optimal assessing, repair, or total loss resolutions.
• Facilitate rebooking and pathing activities by guiding customers into Internal Assessment Centres (IACs) and repairer network.
• Effectively manage all aspects of repairer services throughout the fulfilment process and proactively manage all administrative activities from booking to assessment authorisation.

Skills

Communication skills

Insurance experience

Computer skills

Team player

Problem solving

Job description

• Location 58 Pickering Street,Enoggera, QLD, 4051,Australia
• Employee Type Permanent (PERM)
• Manage Others No

Contact information

• Contact Phone .

Description

We have an exciting opportunity for an Assessing Support Officer, based at our Enoggera site. If you’re looking for a position where you can support our assessing team, build strong working relationships and be part of a supportive environment, this could be a good fit for you.

As our new Assessing Support Officer, you will be responsible for administrative tasks and activities related to all components of the Motor Claim. You will play a vital part in ensuring a smooth and efficient assessment process, reducing claims duration and delivering an excellent customer experience.

The role

• Provide excellent customer service, following all relevant system & protocols outlined in the knowledge system
• Maintain consistent & proactive communication with customers, repairers and tow operators, identifying and appropriately acting on instances of customer dissatisfaction
• Provide appropriate advice and guidance to customers to inform their decision making leading to optimal assessing, repair, or total loss resolutions
• Facilitate rebooking and pathing activities by guiding customers into our Internal Assessment Centres (IACs) and repairer network
• Effectively manage all aspects of repairer services throughout the fulfilment process and proactively manage all administrative activities from booking to assessment authorisation

What experience you’ll bring

• Highly developed verbal & written communication skills with the ability to influence stakeholder outcomes.
• Previous experience working in the Insurance industry, with demonstrated strong customer service skills.
• Strong computer skills with previous experience working with industry specific programs, or the ability to quickly learn the necessary systems.
• Ability to effectively prioritise tasks and manage workload, with the ability to adapt to unexpected demands and a team player.
• Able to manage challenging situations in a calm and professional manner, with a problem solving, solutions focused approach.
• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we’ve got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

About us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer!

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.